The Associate Customer Care Representative I (with German)

The Associate Customer Care Representative I (with German)

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Poland

Description

The Associate Customer Care Representative I should interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions for Align products. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. Should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to general inquiries, orders / product status, order processing, update of account and systems management, initial product diagnostic and / or equipment replacement, return process and credits requests. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

Key Responsibilities

• Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
• Be responsible to handle all customer interactions with professionalism and within the defined response timeframe.
• Follow up on their cases until proper resolution.
• Document all interactions including all details required in the correspondent CRM.
• Report complaints and product safety.
• Achieve a consistent performance considering all KPIs requirements.
• Comply on deadlines on LMS courses.

Skills, Knowledge & Expertise

• High School Degree. Technical Degree is a plus.
• 0-2 years of related experience.
• Proficiency in German. English at B1/B2 level would be an asset
• Salesforce.com knowledge and understanding of CRM as a plus
• General knowledge in Customer Service.
• Computer, Basic Connectivity knowledge and troubleshooting, e-mail literacy.
• Microsoft Office Package knowledge (Power Point, Excel, Word).